AI is helping customer service teams work faster, but poor coordination between systems is preventing those gains from ...

Despite increased spending by many businesses, 2025 looks like a lackluster year for customer experience (CX) quality, according to Forrester Research. “For most brands, 2025 will be another year of ...

Tension is building between legacy enterprise phone systems and a new, autonomous, agent-driven reality. For decades, the enterprise phone call has been the black box of CRM, creating a disconnected ...

Most customer support organizations are built to serve the loudest 10% of users — the ones who open tickets. The greater risk lies with the silent majority who encounter friction, say nothing, and ...

SMB marketers may soon ditch tools such as Mailchimp, Outreach, and HubSpot for an all-in-one AI-powered CRM designed to help small teams create, send, and manage personalized campaigns without the ...

Voice AI agents are a rapidly evolving area in the business world, moving far beyond simple interactive voice response (IVR) systems. The trend is significantly impacting both customer loyalty and ...

Agentic AI is poised to advance beyond serving as a digital assistant to becoming an independent purchasing agent for businesses. According to audit, tax, and advisory services firm PwC, 79% of ...

Touting a product’s AI capabilities may sound like a good idea to marketers, but it’s a buzzkill for many consumers. A recent study by assistant professor Mesut Cicek and professor Dogan Gursoy at the ...

Intuit’s new all-in-one platform introduces significant features to help businesses and accounting firms enhance AI-powered financial management in the new year. In announcing the new product at this ...

Dealing with supply chain breakdowns and product delivery logistics is a worsening problem, especially for e-commerce retailers. But physical store merchants are also heavily impacted. Solving the ...

AI tools powered by high-quality data are transforming CRM into a revenue-driving engine. When marketing, sales, and service align, real ROI follows. The challenge is to provide timely and relevant ...

Traditional loyalty programs are underperforming as brands shift toward advocacy-driven growth. To reduce customer defections, marketers must move beyond purely transactional models and adopt ...